Manager, Customer Success

Added: March 19, 2024
Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Intro And Job Overview

We are looking to grow our Customer Success Team to further strengthen partnerships with our customers. As a Manager in the Precisely Customer Success organization, you’ll be responsible for a team of Customer Success Managers to ensure our key customers maintain a successful journey through adoption, engagement and growth opportunities to ensure they receive the utmost value out of Precisely products and solutions. The ideal candidate must have experience in management, consultative, product-oriented software account management, polished communication skills and a strong understanding of both technical solutions and business drivers.

Responsibilities And Duties

  • Drive customer retention, reduce churn and increase customer satisfaction.
  • Set the overall vision and strategic plan for CSM Team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Lead world-class team:
    • Manage and develop high performing team
    • Foster collaboration within the Precisely organization and across customers
    • Drive operational practices to track performance of teams and individuals
  • Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes:
  • Expand our revenue in accounts through new sales and up-sell opportunities
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Requirements And Qualifications

  • Demonstrated progressive management experience leading teams in a software company.
  • 5+ Years’ experience with managing “land-and-expand” account strategies in a customer interaction role.
  • Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred.
  • Must be a self-starter, able to work autonomously and with minimal supervision.
  • Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.
  • Ability to escalate customer issues by aligning and communicating with internal resources.
  • Strong interpersonal skills and ability to work in matrixed organizations.
  • Experience leading and executing customer meetings and events.
  • Skilled in communicating with C-level suite of organizations.
  • Interest and focus on complete customer satisfaction.
  • Demonstrated history of closing sales.
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery

Preferred Qualifications

  • Experience with Salesforce CRM a plus
  • Knowledge of Precisely’s offerings and competitive landscape a plus

It is a requirement for all roles at Precisely to adhere to applicable data privacy and security laws, rules, regulations, and company policies. For more information about Precisely’s privacy practices, please see our Privacy Notice: